AccountId: 011433970860
ContactId: e8609e31-8e6d-4708-81f0-23074d562019
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120000 ms
Total Talk Time (AGENT): 42771 ms
Total Talk Time (CUSTOMER): 68360 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/e8609e31-8e6d-4708-81f0-23074d562019_20250312T19:32_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling from Nicola Children's Hospital. It's in regards to eligibility and benefits verification on one of your members.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] My first name is [PII] The first initial of my last [PII] [PII].
[AGENT][POSITIVE] And then if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, it's a [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02260129ML8.
[CUSTOMER][NEUTRAL] I need the um hospital patient benefits.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And I do show for the outpatient, the calendar year maximum is $6600.
[CUSTOMER][NEUTRAL] 6600. The patient has utilized the amount or is it still available?
[AGENT][NEUTRAL] Um, they have the full amount available.
[CUSTOMER][NEUTRAL] Full amount available.
[CUSTOMER][NEUTRAL] [PII], is, um, could you please spell out your first name?
[AGENT][NEUTRAL] [PII] Last initial is [PII]. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] [PII]. No, I'm OK. No reference number for this call, correct?
[AGENT][NEUTRAL] It's just my name in today's date and time.
[CUSTOMER][NEUTRAL] Your name and date of birth. OK, thank you very much, [PII]. Bye bye.
[AGENT][POSITIVE] Thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] Bye.